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Unleashing the Power of Conversational Banking to Redefine Customer Engagement

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By Dean Baker, Squad Lead, BFSI – Infobip

Conversational banking, sometimes called chat banking, refers to the use of Artificial Intelligence (AI) and chat technology to help customers conduct traditional daily banking activities via digital communications channels on a mobile device.

Dean Baker, Squad Lead, BFSI – Infobip

Leveraging mobile messaging platforms, conversational banking has ushered in a new era of seamless and personalised banking experiences, tailored to meet the unique needs and preferences of each individual.

When conversational banking is delivered well, customers get both a more convenient and rewarding service experience. In other words, conversational banking leads to improved customer experience and ultimately improved customer loyalty.

Notably it has transformed how customers engage with their banks, providing a seamless and personalised experience using mobile messaging. However, a solid foundation for any conversational customer experience today is omnichannel communications, which is the ability to reach customers where and when they want, on their preferred channels.

Through chat apps, conversational banking provides instant, contextual, and personalised communication. Clients have the convenience of engaging with chatbots or agents 24/7 over a single platform where conversation history is saved for later reference.

An important aspect of banking is the ability to seamlessly shift the “conversation” to a human agent if and when needed while having the ability to present the engagement thus far to the agent, so as not to lose conversational context.

Conversational context

For example, should the customer have a question the chatbot cannot answer or if the customer gets stuck in the automation journey, they can be transferred to an agent with the conversational context, so the agent carries on where the conversation stopped, without the customer needing to explain everything all over again.

Choice is key and the caveat to an enhanced customer experience is to have the ability to deliver conversational banking over the customer’s channel of choice with the ability to move between channels without losing the context of the “conversation”.

One of the crucial customer benefits of conversational banking using chat apps is enabling customers to reach the financial institution whenever and wherever they may be. This will help build the trust required for successful long-term client-bank relationships.

The more a customer interacts with their bank through these conversations, the more a bank understands the customer’s preferences, habits, and needs – making it easier to personalise future transactional and promotional messages.

Conversational banking also brings various benefits to financial institutions, including speeding up time to resolution of queries or FAQs and automating the collection of data. Automation in call centres not only reduces costs but also enhances customer satisfaction, as customers who have a positive experience with a brand tend to report higher levels of satisfaction.

Revenue growth

Additionally, revenue growth can be driven through upsell, cross-sell and lead-generation efforts that can be personalised through conversational banking. Using conversational banking with AI-supported chatbots can also significantly reduce agents’ time spent on real-time support calls. Financial institutions can therefore support more customers with the same number of agents using chat apps. This reduces the pressure on customer service representatives and frees them up to handle more complex customer transactions.

AI technology plays a very important role in powering conversational banking experiences, as it enables chatbots to understand customer voice or text communications and to reply, simulating actual conversations. AI uses Natural Language Processing (NLP) to allow chatbots to determine meaning from language through common data elements.

However, the key challenge for financial institutions to overcome when looking to adopt a conversational banking journey is to choose the right communications platform and partner. Communications Platform as a Service (CPaaS) and conversational AI should give organisations all the tools they need for a great conversational banking experience. However, the key is to be able to customise these tools to align with their unique use cases and understanding of what their customers want.

The disruption within the banking sector is evident, as seen by the remarkable growth of fintech startups that have multiplied sevenfold over the past five years. Traditional banks must recognise and address these emerging challenges to remain relevant and competitive by embracing digital transformation effectively and adopting innovative strategies and new technologies to position themselves to thrive.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Financial

CBN Launches New Website Today

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Central Bank of Nigeria (CBN) will today launch its newly redesigned website, www.cbn.gov.ng.

CBN Launches New Website Today

Mrs Hakama Sidi Ali, acting director, Corporate Communications, CBN, , made this known in a statement on Sunday in Lagos.

“We are pleased to announce the launch of our newly redesigned website (www.cbn.gov.ng), which will be operational on Monday, December 2, 2024.

“The redesigned website introduces a variety of new content, which encompasses a broader spectrum of information regarding the bank’s mandate.

“Additionally, the website is responsive to mobile devices, facilitating navigation across various web browsers and devices.

“The bank is grateful for the feedback provided by the public, which served as a valuable guide for our redesign endeavours,” she said.

Sidi Ali said the CBN was committed to developing and enhancing the website to facilitate communication.

“Please follow our different social media channels linked on the website’s home page for more updates,” she said.

 

 

 


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CBN to Penalize Banks for Failing to Address ATM Cash Shortages

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Central Bank of Nigeria (CBN) has warned that it will impose severe penalties on banks failing to address the ongoing cash scarcity at automated teller machines (ATMs).

Olayemi Cardoso, the CBN governor, issued the warning during the annual Bankers’ Dinner hosted by the Chartered Institute of Bankers of Nigeria (CIBN) on Friday.

The cash crunch has drawn public attention, with some Nigerians taking to X on November 13 to express frustrations over empty ATMs and reliance on point-of-sale (POS) operators. Two days later, the CBN directed banks to prioritise ATM cash disbursements and cautioned that penalties would be imposed on those enabling currency hawking.

“We also recognise the ongoing challenges with cash availability at ATMs, which disproportionately affect ordinary Nigerians,” Cardoso said. “To address this, we are conducting spot checks across deposit money banks, and we will impose penalties on underperforming institutions.”

The CBN governor announced measures to empower customers, starting December 1, 2024. “Customers are encouraged to report any difficulties with withdrawing cash from bank branches or ATMs directly to the CBN through designated phone numbers and email addresses for their respective states.

Guidelines will be distributed widely to raise public awareness. We will also urge full regulatory compliance by all stakeholders, including mobile money operators and POS agents, to promote digital transaction channels and improve service delivery.”

Cardoso reiterated that financial institutions engaging in malpractices or sabotage would face severe consequences.

“The CBN will continue to maintain a robust cash offering to meet the country’s needs, particularly during high-demand periods such as the festive season and year-end.”

On foreign exchange (FX) matters, Cardoso highlighted Nigeria’s missed opportunity for N6.2 trillion in potential revenue due to a less flexible FX regime.

“These funds could have significantly contributed to critical investments in education, healthcare, and infrastructure development,” he said.

The governor added that the apex bank is committed to rebuilding Nigeria’s economic resilience through targeted reforms. These include prioritising domestic refining capacity, promoting non-oil exports, and advancing technological innovations in the financial sector.


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CBN Governor Urges Nigerians to Stay and Rebuild Amid Economic Reforms

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Mr. Olayemi Cardoso,  Governor of the Central Bank of Nigeria (CBN) has urged Nigerians to reconsider leaving the country, popularly referred to as “Japa.”

He assured that the CBN is working toward creating an economy where everyone and every business can thrive.

Cardoso made this appeal in his keynote address at the 59th annual Bankers Dinner organized by the Chartered Institute of Bankers of Nigeria (CIBN) in Lagos.

“It is not a good idea to Japa at this stage,” he said, providing two key reasons for his stance. “One, those who may decide they are going to do that, they will sell and get rid of their assets. You’ll be doing it for cheap. Predators, who are outside looking for bargains, will come and take it and pocket it, put it in their pocket and wait for the turnaround and sell it away.”

Cardoso emphasized the importance of collective effort in rebuilding Nigeria. “Number two, you want to be part of the solution. You want to be part of the solution, and this is time that we need all hands on them. There are opportunities in the market today, which I must say, from my experience over the past year and also for the past six months, a lot of interest from the outside in what is going on in Nigeria.”

He pointed out that international investors see potential in the Nigerian market and urged citizens to take advantage of these opportunities. “In taking positions in certain assets, they see the opportunity, and we, who are here, should be part of the solution for the better things which will come.”

Acknowledging the hardship brought on by current economic reforms, Cardoso stressed that these measures are designed to address today’s challenges while securing a brighter future. “We are building an economy where every individual, every business, and every community can thrive,” he said.

He further highlighted the importance of collaboration in achieving this vision. “This vision will not be achieved by one institution alone. It requires all of us — banks, regulators, businesses, and citizens — to work together with steadfast resolve.”


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